Maria D Garcia
Bakersfield,CA
Summary
Dedicated professional with a strong background in customer service and incident management. Proven ability to enhance customer satisfaction through effective problem solving and cross-functional collaboration.
Overview
7
7
years of professional experience
Work History
Customer Care Tier 1
Insightly
09.2025 - Current
- Respond to customer inquiries via phone, email, chat, or in person.
- Resolve customer complaints and provide appropriate solutions.
- Provide information about products, services, pricing, and company policies.
- Follow up with customers to ensure their issues have been resolved.
- Escalate complex problems to the appropriate department when necessary.
- Meet customer service performance targets, such as response time and customer satisfaction.
- Collaborate with other teams to improve customer experience.
Support Team Lead
Avadine
03.2023 - 01.2024
- Lead and mentor team members to achieve performance goals.
- Assign and prioritize workloads to ensure timely issue resolution and SLA compliance.
- Serve as the primary escalation point for complex customer and technical issues.
- Monitor team performance, provide coaching, and conduct regular feedback sessions.
- Collaborate with cross-functional teams to resolve issues and improve processes.
- Drive process improvements to enhance operational efficiency and customer satisfaction.
Software Support Specialist L2
Avadine
06.2019 - 03.2023
- Troubleshoot and resolve software issues for customers.
- Provide technical support via phone, email, chat, or ticketing systems.
- Manage and prioritize support tickets to meet SLA and response time targets.
- Escalate complex issues to engineering or development teams when necessary.
- Document issues, resolutions, and troubleshooting steps accurately.
- Guide users on software features, configuration, and best practices.
- Deliver excellent customer service while maintaining high customer satisfaction.
Education
High School Diploma -
Bakersfield High School
Bakersfield, CANo Degree -
Bakersfield College
BakersfieldSkills
- Excellent Customer Service
- Team Leadership & Coaching
- Incident & Escalation Management
- Cross-Functional Collaboration
- Process Improvement
- Ticketing Systems (Jira, Cherwell, Insightly Service)
- SQL & Database Queries
- Windows & Microsoft Office
- Problem Solving & Critical Thinking
Languages
Spanish
Native or Bilingual
Timeline
Customer Care Tier 1
Insightly
09.2025 - Current
Support Team Lead
Avadine
03.2023 - 01.2024
Software Support Specialist L2
Avadine
06.2019 - 03.2023
High School Diploma -
Bakersfield High School
No Degree -
Bakersfield College